Today, many contact centers have realized the importance of call recording. Most importantly, it is a big help in training the agents and can also make the process of hiring and recruitment simpler. Moreover, it can also help in measuring agent productivity and can locate the exact problems in call center operations, when used in conjunction with analytics. It can also help in protecting a business from liability.
Not long ago, only very large organizations could afford a process of hundred percent call recording. However, the scenario at present has changed completely. There are several cloud-based call center solutions that are available and even the smallest call centers can get recording done quite easily. The real issue is how long can the call recordings be stored, does the call center vendor cover security aspects and will it impact the regular call center operations because of additional call processing bandwidth.
Most of the business leaders who are tech-savvy are aware about the technological advancements in call center domain. Every other day, technology is continuing to spread into interesting and new areas. And yet, there are some strategies that still overlook the contact center as a viable field for cloud use, that have missed out on some serious benefits.
In order to clear some of the common myths that usually surround the use of cloud computing in a call center, check out some of these key advantages that they can enjoy with the correct solutions.
Smoother and Faster Data Access
As the cloud-based services are physically hosted in a remote and off-premise site, end-users and managers only require the right kind of authentication for accessing information and call recordings from anywhere. Since many call centers have their operations spread across many branches and locations, it is critical to have seamless and rapid access to the archives. This is particularly true when a call center is in the process of deploying a quality assurance program on real-time basis.
More accurately and reliably, a contact center can extract data from its own recording archives, and also identify best practices and key instances. Thereby, agents can learn faster from the mistakes made, while handling their calls and also improve their performance.
Easily perform Call Quality Assurance
Apart from the fact that it is simpler to manage it technically, an easy to use centralized view of call center logs is the key. Call center provides have to ensure that recorded calls can be tracked easily for performance & compliance checks. Calls should further be compressed and preserved in a manner that recordings are easy to access.
IT Management Becomes Simpler
If your call center is modern, updating the existing software and attaining technical specifications can give rise to issues that may give serious headaches to even the most expert IT teams over a period of time. That is precisely the reason why it is extremely valuable to minimize the internal involvement of technical infrastructure and IT departments.
Cloud has become a reliable technique of IT management in this aspect. Many Businesses can transfer this responsibility to their cloud call center provider who can do end to end management of their call center infrastructure that includes call recording archives, compressing agent calls and maintaining the call recording interface.
Most of the cloud services are extremely scalable and the provider is equipped with a level of effectiveness and efficiency that have a far-fetched impact compared to the assistance provided by an organization’s internal IT teams. With such merits in mind, contact centers should seriously contemplate on migrating towards a cloud-based service provider whose call recording solution is secure, scalable and extremely reliable.
Today, all those call centers that are small in size and have fewer resources and limited finances cannot simply afford to spend their money on incorrect call recording software. Thus, it has become imperative to choose the right call recording software that is cost-effective and offers the same merits to a smaller contact center, that are usually enjoyed by bigger call centers with higher IT budgets.
Cloud has definitely come to address call recording needs of an increasing number of smaller call centers and the latter could spend a larger amount of money as they need not have to spend money for purchasing expensive hardware equipment and for their regular maintenance. Moreover, there was an issue of how to store the increasing volume of call recordings. In fact, it was a problem for the larger contact centers that were using on-site hardware equipment.
Cloud-based services have managed to change all this. There are several call recording solutions that have been specifically designed for medium and small sized contact centers that can function in a complete virtual environment, where call recordings are stored in an off-site data center and a service provider manages it.